Refund Policy

1. Digital Content — General Rule

In accordance with Regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (implementing the UK Consumer Rights Act 2015) and the EU Consumer Rights Directive (2011/83/EU), the statutory right of withdrawal does not apply to the supply of digital content where performance has begun with the consumer's prior express consent and acknowledgement that the right of withdrawal is thereby lost.

By completing a purchase of digital content on the Platform, you expressly consent to the immediate commencement of performance and acknowledge that you will lose your right of withdrawal once access to the content has begun.

2. Custom Content Deposits

A deposit of 50% of the agreed price is required before a Creator will commence work on any custom content order.

• Accepted orders: Deposits are non-refundable once a Creator has accepted your custom brief and commenced work.
• Declined requests: If a Creator declines your request, your deposit will be refunded in full within 5 business days.
• Non-delivery: If a Creator fails to deliver the agreed content within the agreed timeframe, please contact support@myshrine.io for review. We will investigate and, where appropriate, issue a partial or full refund at our discretion.

3. Sessions & Bookings

• Fan cancellation: Booking deposits paid by Fans are non-refundable where the Fan cancels or fails to attend.
• Creator cancellation: Where a Creator cancels a booked session, the Fan is entitled to a full refund of any deposit paid. Refunds will be processed within 5 business days.

4. Tributes & Gifts

• Tributes: Tributes are voluntary payments made by Fans to Creators. All tributes are non-refundable.
• Wishlist gifts: Wishlist gifts are non-refundable once confirmed and processed.

5. Exceptions — When Refunds May Be Issued

Notwithstanding the general no-refund policy for digital content, we may issue a refund in the following exceptional circumstances:

• Duplicate charge: You were charged more than once for the same item as a result of a technical error.
• Technical failure: You purchased content but were unable to access or download it due to a technical failure on our end, and the issue cannot be resolved within 72 hours of reporting.
• Creator account suspended: The Creator's account was suspended before delivery of purchased content was completed.

All refund requests are assessed on a case-by-case basis. We reserve the right to decline refund requests that do not meet the above criteria.

6. How to Request a Refund

To request a refund, please email support@myshrine.io with the subject line "Refund Request" and include the following information:

• Your registered email address
• The order or transaction reference
• A clear description of the issue
• Any supporting evidence (e.g. screenshots of errors)

We will acknowledge your request within 24 hours and aim to provide a resolution within 5 business days.

Approved refunds are processed in cryptocurrency to the wallet address used for the original payment. We are unable to issue refunds to alternative wallets.

7. Chargebacks

We ask that you contact us at support@myshrine.io before initiating any chargeback with your payment provider. Initiating a chargeback without first contacting us may result in the suspension or termination of your account pending investigation.

All charges from MyShrine will appear on your payment statement under the descriptor AQUILA GLOBAL LTD. If you do not recognise a charge under this name, please contact us before disputing the charge.